Senior Enterprise Account Executive at Productsup

New York, New York, United States

ProductsUp is the leading cloud-based solution for product feed & data management. Import product data from multiple sources, analyze and optimize it, and distribute custom feeds to unlimited destinations like Google Merchant Center, Facebook Dynamic Ads, Amazon and Ebay - quickly and easily. No coding or experience required.

Productsup

Senior Enterprise Account Executive

ProductsUp is the leading cloud-based solution for product feed & data management. Import product data from multiple sources, analyze and optimize it, and distribute custom feeds to unlimited destinations like Google Merchant Center, Facebook Dynamic Ads, Amazon and Ebay - quickly and easily. No coding or experience required.

Senior Client Partner US

- Advanced to Head of Sales and Account Management as a strategic partner in the executive team to lead our revenue team of Sales Execs, Enterprise AM’s and to partner with the VP of IP and Partnerships.•Redesign full sales playbook, pitches, outreach, pipeline management, toolkits and CRM/Sales process through building consensus on state of the art practices and engaging consultants.•Coach and mentor sales execs and account manager as we develop and align on our revenue growth plan.•Develop and maintain revenue, budgets, hiring and forecasts to inform key board members and VC’s.•Prospect in key existing business and Data Partnership targets in collaboration with CTO, Board membersand the VP of IP and Business Development to advance our Enterprise Data modeling solution targetingcontract sizes ranging from 500k-2M.•Partner internally with finance, product, engineering and marketing teams to transform operations, retainexisting business and scale the business through expansion and new strategic partnerships.

ResoluteAI

Head of Sales and Account Management

- Key Management team member as the owner of our client’s success including on-boarding, product evolution and adoption, retention, and ACV/ARR growth•High visibility role, managing and engaging on pre/post-sales activity with Resolute’s top business and enterprise client C-Suite and global stakeholders.•Coach and develop team of strategic enterprise CS/AM owners of delivery, retention and growth.•Advocate internally with internal teams to retain and scale the business•Develop and scale client success plans, workflow process, engagement tracking, market feedback and product analytics to identify risk and ensure success.•Prospect in key existing business to drive our go-to-market of the Enterprise Data modeling solution.•Overhaul and transform product management and engineering prioritization processes to increase speed.

Director, Account Management

- Strategic RegTech SaaS and Call Center Compliance Senior CSM of 2M ARR in client relationships, including revenue ownership across several industries and verticals including Healthcare, Education, Software, Finance, Technology, Transportation, Marketing, Recruitment, and Advertising. • Managed and coached a CSM, Data Analyst and Pipeline manager to drive the business in the Call Center CS department.• Serve as strategic vertical owner and sales domain expert across chat, call center operations and risk assessment solutions, in person, at conferences and over web meetings.• Overhauled the BT/BI data systems, visualization, and pipeline management on team of Data Base technicians, Data Scientists, CSM’s and Analysts. • Product evolution and enhancement expert for partnerships, namely Verizon, and Live Agent in the call center chat verticals. Innovated new Machine Learning, Classification, UI and systems improvements.• Managed data pipeline for audio files through api, sftp and custom integrations into our modeling engine.• Envisioned, managed, implemented and maintained client facing platforms, delivering for ongoing growth. • Delivered Quarterly Business Reviews to C-Suite stakeholders, business owners and global executive teams

PerformLine

Senior Client Success Manager

- Responsible for the overall P&L of the Client Success SaaS product segment in CareerArc’s Social Recruiting business. Industries included; Healthcare, Education, Software, Finance and Banking, Retail, Food and Agriculture, Manufacturing, Government, Technology, Housing and Real Estate, Hospitality, Transportation, Marketing, Recruitment, Advertising and Entertainment. Stevie Award Gold, Silver and Bronze.• Inspired an award winning, world class client success team full of diverse individuals through trust and empowerment to daily use amazing judgment as they impacted the client experience in Burbank, CA and Marlborough, MA. • Partnered with Sales Directors to penetrate markets, win accounts, grow client partnerships and achieve the highest revenue and lowest annual attrition rate in company history.• Expanded revenue in accounts through client mapping, driving engagement and excitement around retention, renewals, cross-sell and up-sell of the full SaaS solutions. Efforts led to a 28% YoY same account revenue growth during a period of 30% staff reduction and ongoing technical instability.• Led on deploying a new go to market strategy, including web assessments, revenue generating hooks, Qual/Quant data insights, usage analysis, campaign creation, and platform UI/UX design that increased overall contract value by 40%, reduced the time between contract execution and implementation, provided incremental revenue from additional services, and increased renewal rates.• Studied the complex behavioral compulsions and motivations of both the client and internal cross functional teams as they intersect along the product roadmap, animate the client lifecycle, create impactful touch points, and expand reach and revenue by focusing on stellar service and innovation. • Implemented a portfolio management solution to improve retention of underserved, non-managed clients, comprising 20% of company revenue and historically losing over $1MM a year due to small client attrition.

CareerArc

Senior Director, Client Success

- Transformed a thriving world class client success organization of diverse individuals through trust and empowerment to daily use amazing judgment as they directly impacted the customer experience, providing career growth opportunities to associates where none had existed, resulting in retention and development of top talent. Stevie Award Gold, Silver and Bronze 3 years in a row!• Established executive level relationships within strategic accounts resulting in retention of business during periods of economic uncertainty.• Launched Client satisfaction surveys to benchmark and measure improvement of key performance and retention metrics. Results let to multiple client satisfaction Stevie Awards.• Developed, implemented and maintained effective post-sale processes and account management strategies, including ensuring successful hand-off from sales to client integration group and then to client success management teams across multiple offices.• Led the client success management team in delivering customers to the contract renewal cycle and successfully supported the renewal process to minimize customer attrition.• Coached and developed a team of 30 team members through annual personal development plans, quarterly goal management and evaluation and regular weekly one-on-one meetings.• Developed rapid communication deployment processes to advise account team members and clients during instances of technical and product instability and unavailability, resulting in transparency of operations and improved client and employee satisfaction.• Collaborated with key internal departments to develop features and product functionality to maximize the client experience as well as drive new business growth. • Identified staff developmental opportunities and helped them to work toward their professional goals.

Director, Client Success

Research and coordinate departments to be effective at revenue generating programs, by developing an atmosphere of teamwork, via training, and example.  Leading global teams to achieve record high rankings in customer satisfaction, sales and retention.  Oversee product implementation, training and support.• Managed local and global vendor management, channel partnerships, acquisitions, PaaS, SaaS clients, and international support centers.• Managed product/project requirements by writing/diagramming and fine-tuning those requirements based on engagement with customers, cross-functional teams, outside 3rd parties and leadership.• Corporate Relations Representative and Liaison for all customer issues from various internal departments, partnerships, business vertices, strategic acquisitions and vendor(s), including product delivery, support, system integration, web asset management, billing, payment and customer management software. • For multiple platform initiatives, established and managed the product roadmap, managing trade-offs based on value, capacity, timing, and other factors.  • Maintained continuous alignment of program scope of all internet services software and products, including various go to market wireless internet services products with strategic business objectives, and made recommendations to modify the program to enhance effectiveness toward the strategic intent. • Directed the coordination of all acquisition, PaaS, SaaS, and white label client implementation tasks involving third party vendors, stakeholders, executive teams as well as provided consultation to both internal team and vendors on full service system implementation.

United Online, Inc.

Director, Global Technical Support Services

Brands: Pokémon, Little Tikes, GMC, Disney Princess, Jakks Pacific, MGA Entertainment, Honda, TNT, Iowa State University, Thomas and Friends, General Mills, Legend Hunters, Eargo.• Member of four-person executive team responsible for driving new and existing client success at the commercial production company, heading up the communications strategy, managing online and social collaboration with the commercial directors, and delivering increase client counts and profit for several consecutive quarters.• Utilizing a ‘Comms Planning’ approach, built and maintained entire web presence, including graphics, digital media, web copy, production assets, marketing materials, logo development, web and media distribution and application installation and integration.• Effectively launched and managed Google SEO, digital, engagement, digital assets, collateral, copy, display, retargeting, Twitter, and Facebook campaigns, executing strategies and testing scenarios to improve CTR, KPI and ROI.• Developed and implemented digital marketing strategies and multi-channel marketing programs that helped clients increase marketplace visibility, traffic, engagement rates, sales and conversions and achieve a dominant position in organic search.• Applied research data insights to help executive producers execute strategic client meetings, drive business, develop media plans, SEO/SEM robust strategies and tactics.• Served as technical expert of all channels, hardware, software, applications and web interfaces for internal and external teams.• Collaborated on media plan creation, supported creative team in the conception, creation and implementation of an innovative national advertising, marketing and promotional bids and campaigns.

Sovereign Media

Vice President Communications and Client Strategy

Transformed our Customer Support Program from a cost accruing department to a revenue generating program, by developing, training, and leading global teams to achieve record high rankings in customer satisfaction and sales.  • Responsible for staffing, training, team building, mentoring, performance metrics, acknowledgement and rewarding of excellence in the technology department. The average lifespan of an employee was 2.2 years.• Conducted business process mapping, analyzing, defining, testing and deploying all project requirements to meet the business imperatives and shape the future technology of the company. Efforts led to a 32% increase in c-sat and a 15% decrease in department operational costs. Implemented billing and payment solutions.• Eliminated non-value-added processes and streamlined workflows in multiple areas by creating efficient tools, developing comprehensive policy and training, and standardizing and optimizing the technology.• Established strategic and measurable objectives in the areas of technical services, workforce management, and inventory control. Managed long range strategic forecasting, yearly budgets and department facilities.• Transitioned to and oversaw multiple high-quality regional and off-shore support teams in a large-scale enterprise environment, ensuring a customer-focused, multi-functional and cost reducing operations. • Corporate Relations liaison for all customer escalated issues from internal departments and vendor(s). • Facilitated collaborative and efficient communication channels with executives, IT leadership, and various internal teams for ongoing management, reporting and analysis of trends and metrics, and responsible for communication of pertinent technical updates, and software fixes.

Global Technical Support Dept. Manager, Customer Care and Web Hosting

Improved bottom line profit by developing and implementing a Customer Sales program. Increased revenue by 280% increase quarter in 2007.•	Built an effective and motivated department through mentoring and leadership. •	Responsible for staffing, training, team building, mentoring, performance metrics, acknowledgement and rewarding of excellence in the technology department. The average lifespan of a technical employee was 2.2 years.•	Conducted business process mapping, analyzing, defining, testing and deploying all project requirements to meet the business imperatives and shape the future technology of the company. Efforts led to a 32% increase in customer satisfaction and a 15% decrease in department operational costs. Implemented new billing and payment solutions.•	Eliminated non-value-added processes and streamlined workflows in multiple areas by creating efficient tools, developing comprehensive policy and training documentation, and standardizing and optimizing the technology.•	Established strategic and measurable objectives in the areas of technical services, workforce management, and inventory control.  Oversaw long range strategic forecasting, yearly budgets and department facilities.•	Served as a trusted liaison and consultant for the corporate office, other locations, functional groups and affiliates.•	Orchestrated and handled all aspects of transitioning the technical support services from the US based offices to offshore vendors

Global Technical Support Manager, Client Success Dept Manager

Overhauled level 4 support operations and CRM project management processes achieving record highs in customer satisfaction and reducing cost. Reduced software fix turnaround time and customer issue resolution time by over 400%.•	Analyzed systems, software and business processes to isolate quality, and technology needs.  Developed project requirements and collaborated with functional groups to define, test, and launch products and improvements.•	Liaison and project manager within the client and support teams. Developed requirements, work plans and managed deliverables and timelines across engineering, marketing, client teams, vendors and business heads.•	Oversaw all Channel Partnerships, Acquisitions, Strategic accounts, Vendors and our PaaS, SaaS clients.•	Scope of responsibility included determining equipment requirements, estimating costs, managing inventory and technical systems, generating quotes, procuring & deploying hardware, managing 3rd party software licenses, product evaluations/demos and other services.•	Hired, trained and managed Level 2 processes and staff. •	Serviced Linux hosting systems.  Installed, configured and supported PHP, Mysql, and CGI software.  Provided department Windows desktop support. Maintained internal phone, time management, billing, payment and reporting systems.

Client Escalations, CS and Partnerships Manager / Project Manager at United Online, Inc.

Support B2B and B2C web services clients, partners and customers with all web services from integration, server setup, web platform configuration and all technical aspects of web services delivery.

Ben Bushman

Ben Bushman